Keep Your Salesforce Org Healthy — Without Hiring a Full-Time Admin
You built something on Salesforce. Now it needs to stay stable, stay compliant, and keep getting better. We offer three tiers of production support designed for public health organizations — from foundational maintenance to a fully dedicated DevSecOps team.
Talk to Us About SupportThree tiers of comprehensive Salesforce production support
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Tier 1
Standard — $6,500/mo 20 hrs · 5 contacts · Foundational production support
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Tier 2
Premium — $12,500/mo 50 hrs · 10 contacts · Custom dev & proactive monitoring
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Tier 3
Enterprise — $24,000/mo 80 hrs · Unlimited contacts · Named team & DevSecOps
Also available: Unmanaged Package Support only — $3,000/mo
Production Support That's Always On
Every Full Salesforce Production Support tier includes maintenance and support for your unmanaged Salesforce packages — on top of everything else in that tier.
Defect Correction
Release Compatibility
Security Patches
Documentation Updates
Root Cause Analysis
Find the Right Level of Support
Each tier builds on the last. Start where you are — and step up when your needs grow.
Tier 1
Standard
Foundational production support for stable environments
- User provisioning, permission sets, role hierarchy, profiles
- Report & dashboard creation, modification, troubleshooting
- Basic Flow & automation troubleshooting and minor modifications
- Data quality monitoring; deduplication & record cleanup
- Incident management & resolution for all platform components
- Release impact assessment & regression testing coordination
Tier 2
Premium
Full-stack support with custom dev & proactive monitoring
- Apex, LWC, Visualforce & SOQL/SOSL maintenance
- Flow & process automation updates, enhancements, optimization
- MuleSoft & API integration monitoring, troubleshooting & minor mods
- Proactive monitoring: governor limits, performance, storage
- Salesforce Shield Event Monitoring & security anomaly review
- Coordination with your integration architect on API-led standards
- Non-production environment management (sandbox refresh, data seeding)
Tier 3
Dedicated Named TeamEnterprise
Dedicated team, DevSecOps & strategic advisory for multi-cloud environments
- Named TAM + senior developer(s) + platform administrator(s)
- Strategic advisory: roadmapping, architecture reviews, capacity planning
- Priority escalation to solution architects & senior leadership
- CI/CD pipeline management & DevSecOps support
- Proactive HIPAA, security & WCAG 2.1 AA compliance monitoring
- Change management & release management for production deployments
- Advanced analytics & cross-functional dashboard development
- Backup monitoring & disaster recovery testing coordination
- Continuous knowledge transfer & documentation updates
We Take Response Times Seriously
Every incident gets classified and tracked. Here's exactly what to expect.
| Severity | Description | Response | Workaround | Resolution | Updates |
|---|---|---|---|---|---|
| P1 Critical | Complete outage, data loss/corruption, or security breach. No workaround. All users affected. | 1 hr | 4 hrs | 24 hrs | Every 2 hrs until workaround; every 4 hrs after |
| P2 High | Major functionality degraded, significant operational impact. No reasonable workaround. | 4 hrs | 1 day | 3 days | Daily |
| P3 Medium | Feature impaired but a workaround is available, or limited users affected. | 8 hrs | N/A | 5 days | Weekly |
| P4 Low | Minor issue, cosmetic defect, documentation error, or general question. | 1 day | N/A | 10 days | Upon request |
All times measured in Business Hours (Mon–Fri, 7 AM–9 PM ET, excluding holidays) unless otherwise noted. P1 resolution clock runs continuously.
Multiple Ways to Get Support
Every tier gets access to our support portal, email, and phone line. Premium and Enterprise clients also get a dedicated real-time channel directly with their support team.
Support Portal
Web-based ticketing, available 24/7. System of record for all incidents and requests.
All TiersDedicated support address. Emails auto-log in the portal — no ticket lost.
All TiersPhone
Dedicated support line during Business Hours for urgent needs.
All TiersDedicated Channel
A direct Teams (or equivalent) channel with your assigned support team for real-time communication.
Premium & EnterpriseIf You've Implemented Salesforce, Ongoing Support Matters
Whether we built your Salesforce org or someone else did, keeping it healthy takes consistent, expert attention. Most public health departments don't have a dedicated Salesforce admin — and they shouldn't have to hire one full-time just to stay stable.
Teams Without a Dedicated Admin
Your Salesforce org is live and people depend on it — but there's no one whose job it is to keep it running. We fill that gap without the full-time overhead.
Complex Integrations That Need Watching
Connections to EHR systems, surveillance platforms, and other state infrastructure need proactive monitoring — not reactive panic when something breaks on a Friday afternoon.
Compliance-Sensitive Environments
HIPAA, state data governance requirements, and WCAG accessibility standards don't maintain themselves — especially through three Salesforce releases a year.
"This is also the support model we offer PH360 customers — structured, proactive Salesforce support built for how local health departments actually operate."
Salesforce Managed Services — Common Questions
What's the difference between Standard, Premium, and Enterprise?
Standard keeps your org stable day-to-day: users, permissions, dashboards, incident resolution, and release coordination. Premium adds custom development capacity (Apex, Flows, LWC) plus proactive integration monitoring and sandbox management. Enterprise gives you a named, dedicated team — a Technical Account Manager, senior developer, and platform admin — along with DevSecOps capabilities, strategic advisory, and monthly executive reporting. Each tier includes everything from the tier below it.
What's the difference between Full Production Support and Unmanaged Package Support only?
Unmanaged Package Support ($3,000/mo) is a narrow, standalone offering focused solely on maintaining the package source code itself — Apex, triggers, Flows, Lightning components — through Salesforce's three annual releases. It does not include Salesforce org administration, custom configurations, integrations, or anything your team has built outside the package. Full Salesforce Production Support (the three tiers above) covers your entire production org, including all custom configurations and integrations. Most organizations with a live Salesforce environment need Full Production Support.
Do we have to be a PH360 customer to use managed services?
No. These tiers work for any Salesforce org in a public health or government context — whether we built it, another partner built it, or your team built it in-house. If you're running Salesforce in a compliance-sensitive environment and need ongoing support, we can help regardless of how your org was implemented.
What happens to unused hours at the end of the month?
Unused hours roll over to the following month, up to a cap of 20% of your monthly retainer (4 hours for Standard, 10 for Premium, 16 for Enterprise). Rolled-over hours are consumed first and expire at the end of the rollover month — they can't be carried forward again or redeemed for cash. If you consistently have leftover hours, that's a good signal you might be able to step down a tier.
What happens when we go over our retainer hours?
Overage hours are billed at 125% of your effective hourly rate. On Premium and Enterprise, we notify you in writing when you've consumed 75% of your monthly hours — so there are no surprises. Importantly, we need written pre-approval before performing work that would push you over your monthly cap. We won't just run up the tab. If you're consistently hitting your ceiling, we'll suggest whether a tier upgrade makes more sense.
Can we change tiers after we start?
Yes. Upgrades and downgrades require 60 days' written notice and take effect on the first day of the calendar month after that notice period ends. We built in 60 days because tier changes affect staffing and planning on our end — not to trap you. We'd rather you be on the right tier than feel stuck on the wrong one.
Is this HIPAA compliant?
Yes. All support personnel are U.S.-based — no offshore access to your data, ever. Across all tiers, we implement appropriate access controls, follow HIPAA requirements for protected health information, and manage security patches for your Salesforce packages. Enterprise tier adds proactive HIPAA and WCAG 2.1 AA compliance monitoring as an ongoing service.
Ready to Stop Worrying About Your Salesforce Org?
Tell us what you've built, what's keeping you up at night, and how much support capacity you actually need. We'll help you find the right tier — or figure out if something different makes more sense.
Schedule a Conversation